REFLECTOR: factory support email

[Douglas Holub]

Ken,

Completely from scratch. (I have the 4th kit ever shipped from the factory, 1988.)
(I tried to reply to you directly, but no go.)

Doug
  ----- Original Message ----- 
  From: Ken C. Baker 
  To: Douglas Holub 
  Sent: Monday, December 17, 2007 11:39 AM
  Subject: factory support email


  Doug,

  Answering support phone calls and emails throughout the day is just a fact of life. We're used to it. Here's a good guide for the decision to call or email:

  If the question involves the accuracy of a measurement  - or involves dimensions and placement - it's usually better to email. This way we have time to do a little bit of research ourselves and not leave you on hold on the phone for long periods of time. If the question is time critical ("Oh no, I've got air bubbles under my wing-skins and they're still curing, what do I do?") call the factory! If the question involves confusion about the way something is worded in the manual - or just general confusion of the steps involved in some building process, calling is the quickest and easiest way. 

  It also depends on who you're emailing. Scott Swing tends to answer all of his builder support email in the morning when he gets in. I generally answer mine in bursts throughout the day. I also prefer getting questions through email - because then I have a written record of things that I need to follow up on. Every once in awhile I'll drop the ball with the follow-up to a builder phone call. Most of the time this is just because of call volume. There are some days where as soon as I finish with one call, and before I can write up some notes for myself, I'll immediately get another call. Then another. By the time some of the chains are done, I've completely forgotten what I was supposed to follow up on with the first phone call.

  Regarding the NACA cutouts: 

  I know you have an older kit - I'm assuming it was delivered prior to the NACA pre-indexing we do on the fuselages today. Do you have the NACA cut templates? Or are you starting completely from scratch?

  -Ken Baker
  kenb at velocityaircraft.com  

  I figured calling would get the most immediate response, but I don't need the info for a week or so (the size and position of the NACA inlets so that they match up with the factory runners), and if I were the factory, I would much rather answer a bunch of support questions for an hour in one sitting via email than to answer the phone 20 times during the course of the day. I figure that whatever we can do to make it easier for the factory benefits us in the long run.

  Doug Holub
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